Business Profile

Auto Rentals and Leasing

Dollar Car Rental

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Dollar Car Rental requests and BBB recommends that if you have any complaints or concerns, please contact Dollar's Executive Customer Service Team at [email protected] or (239) 301-7000 prior to contacting BBB.

The customer experience information and complaint history provided in this BBB Business Profile reflects Dollar Car Rental's worldwide operations. BBB Serving West Florida services all customer complaints and reviews for Dollar and its locations throughout the world.

Complaints

This profile includes complaints for Dollar Car Rental's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,709 total complaints in the last 3 years.
512 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/27/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a car rental (KXXXXXXXXXX) in Tucson Arizona. I found out 26 hours hours before my flight that the airline had cancelled my flight to AZ. I called Dollar on August 24, 2022 at 8:45 AM to cancel the rental car, spoke with Bella, CSR, Bella said because I cancelled the car rental before the 24 hour cut off that I would receive all of my deposit back $86.26 with NO penalties.

I called Dollar again on 8-25-2022 just to confirm my reservation had been cancelled and was told I would not be getting a refund...WHAT. The cancelled flight was not a fault of my own. I didn't use their services and was specially told by BELLA a full refund, no penalties.

I want my entire deposit back as promised. I checked my credit card as of today and NO REFUND!

8-25-2022, I called and spoke with supervisor, Isabel and she said all fees would be waived and I would get a total refund, but NO REFUND on my credit card as of today.

If I don't get a full refund as promised, I'm taking this matter to social media!
Business Response
Date: 09/01/2022
Business Response /* (1000, 5, 2022/08/30) */
BBB Case XXXXXXXX
Res No: KXXXXXXXXXX

This is a response to ****** ****

I apologize for any misunderstanding. Cancelling a reservation will accrue a cancellation fee. If you cancel more than 24 hours before pickup time, a $50 cancellation fee is issued. If you cancel within 24 hours of pickup time a $100 fee is issued. The cancellation fee is only waived if the reservation is cancelled within 24 hours of booking.

Thank you for contacting us.

Consumer Response /* (3000, 7, 2022/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told all fees would be waived for this. She said there will be no fees whatsoever and I would get all of my money back. Refund all of my money paid. I was told no FEES
Initial Complaint
Date:08/25/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i got into a minor accident with a man a t a stoplight , he had been driving a car from dollar rent a car. i stopped gave him my info and we went on ours ways. I never heard from dollar rent a car for a while and started getting demand letters, i had already called my car insurance USAA and they were notified by at the time of an accident because i told them. they said they would handle it from there and not to worry about it. i sent the demand letter to USAA. from what i understand you cant get any response out of Dollar rent a car from their email or calling them. my insurance ending up paying a amount to them for the loss the had on the car and was trying to get the rest paid that was left over. i started getting demand letters again , i called my insurance yet again and they said they were in contact with Dollar rent a car to get this taken care of. USAA my car insurance has requested more then once the back up of what money is owed still , Dollar rent a car did not respond with any proof , nor have them sent me any proof of owed in the mount of somewhere around $1700.00. i have called my insurance and they said they have repeatley have requested docs from Dollar for this amount and no response. now as of Aug 11th I'm being contacted by a collection company for the money Dollar says i owe. I don't think this in anyway fair when my insurance was asking for docs to see what i owed for still and they could get them paid. this has damaged my credit and i was trying to buy a house and now i have been denied. I haven't skipped out on this situation with Dollar and think its not my fault that they wont work with USAA on this claim. i need some help with this at this point due to the unfairness of this company and what they did to me . Thank you ***************************
Business Response
Date: 09/01/2022
BBB Complaint #********
Rental record #Unknown of the person involved with accident.

This is in response to ****************************

I appreciate the opportunity to review your concerns. Unfortunately, there were no specific details included in your query. We would like to make a meaningful investigation into this matter but will need more information to do so. Please provide us with all documents that you have in a PDF file, including police report, claim number, collection letter, City/State that the accident occurred in and etc. Once received, we will be able to further review your concerns. Thank you for contacting us.
Customer Answer
Date: 09/01/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Dollar rental car has all the documents they have sent to me and the collection company they sent this too. Why can't the pull my information from their office in *******. My insurance USaa is trying to get proof of me owing the **** they sent me to collections on and dollar won't provide it.

My name is

***************************
28550 ************* apt 52
*********** ** 97070

They should be able to me in their claims ***** There was no police report wasn't needed it was a minor accident.Dollar rent a car claims should be able to find all the letters they sent me
Customer Answer
Date: 09/01/2022
***Document Attached***

See Attachment/File: Screenshot_20220901-113645_Word.jpg
Business Response
Date: 09/19/2022
Complaint ID: ********
I apologize unfortunately our ***************** is unable to locate the claim with the limited information you have provided. So that they may locate the information please provide us with all documents that you have in a PDF file, including police report, claim number, collection letter, City/State that the accident occurred in and etc. Also if you have the name of the renter or any information related to the renter.
Once received, we will be able to further review your concerns. Thank you for contacting us.
Customer Answer
Date: 09/19/2022

Complaint: 17896085

I am rejecting this response because: I uploaded the docs already. There was no police report. All I have is a letter demanding the ******* . It's uploaded last time I responded. Dollar rent a car is just dragging this out.

Sincerely,

***************************
Business Response
Date: 09/22/2022
BBB Case 17896085

This is a response to ***************************

I apologize for the inconvenience this issue has brought. Have you reached out to **************************** to dispute? If not please advise you will need to do so before September 26, 2022. The phone numbers are listed on the top right corner of the *************************** document provided.

Thank you for contacting us.
Customer Answer
Date: 09/22/2022

Complaint: 17896085

I am rejecting this response because:
I reached out the collections agency and they said to contact dollar rent a car because that's you who turned me into collections for that amount for no reason. The collections agency is waiting for documents also from dollar rent a car to prove I owe this to provide my insurance. Dollar rent a car is avoiding this whole thing. I want this to be dismissed so I'm out of collections and I don't owe the **** dollar rent a car says I do. They keep avoiding the issues and they sent all the letters to me. Thank you

Sincerely,

***************************
Customer Answer
Date: 09/26/2022

Complaint: 17896085

I am rejecting this response because:

Please see collections notice.

Sincerely,

***************************
Business Response
Date: 10/03/2022
Re:      Consumer ***************************<*span><*p>
            Our Renter: *************************<*span><*p>
            Our Claim No. A****-****-33263<*span><*p>
            DOL: 25MAR22<*span><*p>
<*span><*p>
Dear Sir * *****: The above complaint has been forwarded to our offices for response. The matter concerns a very straightforward auto accident where **************** rear-ended a Dollar rental vehicle causing significant damage. All requested documents requested by USAAs representative, Hyperquest, have been provided. Because the claim has not been paid in its entirety, the remaining balance was forwarded to collections for handling, where it will remain until paid.<*span><*p>
<*span><*p>
Thank you.<*span><*p>
Customer Answer
Date: 10/07/2022

Complaint: 17896085

I am rejecting this response because: Dollar turned me into merchants and they have said its a dispute with Dollars rent a car. Dollar is saying I owe more then I do. My insurance caught them lying on the days of service they were out on the car. Dollar said 27 days. My insurance counted and it was only 23. Usaa my insurance issued a payment for 23 days. I want the rest of the amount dropped. I font owe it. Usaa just paid 23 days plus the 75 admin fee. They rest has no documentation why it's owed. It should be dismissed at this point. They have been paid by my insurance....and it's been figured on how much is owed and correct by my insurance after looking at the docs Dollar did finally send to merchants then to my insurance.

Sincerely,

***************************
Initial Complaint
Date:08/25/2022
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I picked up a rental car, the gas was on full. I returned the vehicle with the gas tank on full as stated on contract. I was charged ****** for fuel. The tank was full when I returned the car so I should not have been charged. When I called the man stated that they can charge ****** for fuel. Asked if I had proof that I returned with a full tank. I didn't know I needed to have proof of that when I clearly filled the tank to full. I assume this was a hones company and not one that scams their customers. I asked for a supervisor, the employee (id#***** stated he has no supervisor and no one was above him that I could speak to. I would like a refund for the ****** fuel charge because I returned vehicle on full.
Customer Answer
Date: 09/09/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

dollar has contacted me and issued me a partial refund of 75$.
Thank you

Sincerely,

*********************
Initial Complaint
Date:08/24/2022
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We were robbed of just over $400 by Dollar Rent a Car *** counter agent for a week rental.WE are rented a car from July3 to July 11, 2022 at *** dollar car rental. Contract number: ********* They rushed us through. They NEVER once mentioned "extras" we were paying, and then hurriedly sent us on our way.We were told the counter agent that do not add any insurance because we bought collision with Expedia. and we have our insurance also. 1st time the agent asked me sign for over $800 with toll, and all kind of charges. I caught 1st time, I did requested remove but what he did? he took 1 toll charge off only. He still other 3 charged there. He said nothing adding anymore but he fraud me, He ignored my requested ,and distracted me by chatting with about LA and my kids. remember, when we are sign, we do not see what is in computer there, we have to check the little voucher card the agent give back to us. When leaving their lot office, I noticed that the credit card over charged, but since it was so busy, we could not get back in. When we are back to hotel, my brother called the ************, the operator said do not worry, all is just pending. I want to say here is: the counter agent talking super fast about all this extra garbage that people can get. Me, I just want to rent a car. So yes, I signed for the rental but I could barely understand the guy as he went through everything so fast. I told him, "I'm just going from A to B and want to rent a car. Not interested in everything else." I got my agreement and went to get my car.we are accept refuel, taxes, fee charged. but I am feel scam and fraud by encounter agent because I did said do not add other cover. If dollar say that, we will not refund because you signed. THAT IS FRAUL AND SCAM CUSTOMER MONEY. PLEASE HELP.
Business Response
Date: 09/13/2022
Complaint ID: ********
RR#: 597825723
Thank you for contacting us. We appreciate the opportunity to assist.
Please accept my sincere apology for any misunderstanding regarding your request to decline our coverage's. Please rest assured it is never our intention to present these items in an unacceptable manner. In the interest of customer service I have issued a refund for the insurance coverage's in the amount of $458.54 to your credit card. Please allow up to 7 business days for the credit to post to your account.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Customer Answer
Date: 09/13/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:08/24/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a Rental from dollar Rental Car ************************************************************* from 14 august to 18 august 2022. the rental car was used for just work purposes. Before i drove the car i took pictures, no damages or dent while i returned it, with the same condition i picked it up, full tank, no damage or dent to the car. The rep came to me looked at me asked how was the car i replied good and asked if to mail or print the receipt, i told him both. I inspected the car again no damage, the rep handed a copy of the receipt, no complaint. The emailed receipt had extra charges $400 indicating that i smoke while i was in the car. I am not a smoker and have never smoke in my life. i have called 800, 866-434-2226 number, they are refusing to hear my complaint.
Business Response
Date: 09/01/2022
BBB CASE#: 67535125
Dollar RR#: 815342393

This correspondence is being sent in response to a query made by *************************************. Thank you for allowing us the opportunity to review your concerns.

We apologize for any concerns caused by the additional billing incurred on your rental. Upon receipt of your inquiry, we immediately reached out to our General Manager in ********** for their full review and assistance. They have responded and stated that they will be reaching out to you directly to offer their assistance and to address your concerns. We are pleased they will be reaching out to provide assistance.

Thank you for allowing us the opportunity to review this matter.
Customer Answer
Date: 09/06/2022

Complaint: 17896062

I am rejecting this response because: of their actions, they lied, no one contacted me for anything. Each time i contacted them i was transferred from one line to another

Sincerely,

*************************************
Business Response
Date: 09/14/2022
Complaint ID: ********
******************** RR#: 815342393
This correspondence is being sent in response to *************************************. Thank you for allowing us the opportunity to provide assistance.
We apologize if contact was not received by our General Manager at the branch. This would have been in the form of a phone call and a voice message left if permitted and they were unable to directly speak to you. Our records indicate the General Manager of our ********** location reached out on 08/31/22.
Our records indicate the charges are valid based on the smoke odor and ash left in the vehicle at the time of your return. Therefore, a credit is not warranted. However, as a one-time gesture of goodwill we have processed a credit of the smoking fee billed. Though processed today, please allow up to 5-7 business days for the credit to show on your billing statement.
Customer Answer
Date: 09/17/2022

Complaint: 17896062

I am rejecting this response because:
This is a bunch of lies upon lies, once aging I DO NOT SMOKE, your representative and customer service is/are ****. Were and how you worker got smoke in the car after I let is shocking. we both inspected the car in my present was good, if it was true that they found smoke why was it in my absent and not my present. I handed me a receipt and e-mailed as seen in the attachment, and different. I do not that from them, I reach out to my bank and dispute the charge.
Sincerely,

*************************************
Initial Complaint
Date:08/23/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a vehicle from 8/16-8/20. Dollar employee gave me a rate of $529 not including deposit to be held. ON A STANDARD VEHICLE! NOTHING NICE A STEP ABOVE COMPACT AT $80 a day. He informed that since I would be returning car in the wee hours of 68/20 at about 2:30am, I would not be charged for the full day of 8/20. I returned the car on 8/20 only to be charge a late fee and other concurring charges. Come to find out, the dollar employee only charged me until 8/19 causing me to get hit with late fee and multiple other charges. My card was pre-authorized for $674 and was instead hit for $722.91 and then again for $294 which it declined due to my credit limit. I am livid as I've spoken to higher *** at the rental place. None of them can own up to this mistake AS I WAS ASSURED BY THE SALESMAN THAT WE WOULD NOT BE CHARGED ANY OTHER FEES FOR BRINGING CAR BACK SO EARLY THE LAST DAY. So you mean to tell me a STANDARD VEHICLE with no specs or upgrades costs nearly $1000 including deposit for 4 days??? WE WOULD HAVE NEVER AGREED TO THOSE CHARGES IF THE SALES AGENT WAS UPFRONT AND TRUTHFUL. WE FEEL AS THOUGH WE HAVE BEEN SWINDLED!!! There was NO ONE in the line to rent from dollar and that should have been the red flag to go elsewhere. I feel I should be refunded for the concurred charges on 8/20 as we were assured by the older gentleman with braces who worked for dollar, THAT WE WOULD NOT BE CHARGES AND HOW HE WOULD "Helps out and give us a deal". This is despicable. I would never recommend dollar to anyone
Business Response
Date: 08/30/2022
BBB CASE#: 67535067
Dollar RR#: 816270700

This correspondence is being sent in response to a query made by I'*******************. Thank you for allowing us the opportunity to review your concerns.

We apologize for any frustration caused by the rate billed for your rental. Our records show you did not have a previously booked reservation in advance. At the time of your arrival at our ********* airport location on 08/16/22 our representatives provided you with the best available rate of $80.12/per day plus applicable taxes and fees for your rental which was scheduled through 08/19/22.

At the time of rental, we show you accepted the above mentioned rate plus added in an additional driver for $13.20/per day. Attached is your rental contract plus the additional driver contract which outlines these charges. Both contracts were accepted and signed.

In addition to the above charges, we show the **************** Services (PERS) and Loss Damage Waiver (LDW) was accepted at a per day rate. We also confirmed the rental was kept for an additional day and returned on 08/20/22. Attached is a copy of your final invoice.

With this in mind, we find all charges billed were billed correctly and in accordance with the rental contract.

Thank you for allowing us the opportunity to review this matter.

See Attachment/File: *********************
Initial Complaint
Date:08/23/2022
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car for my April vacation to ******* originally thru a third party which was booking.com. My reservation was made for a ****** Rav 4 or similar and paid for in full in the amount of $373.65. The only additional fees as stated in my original booking that were stated would be additional ******* taxes collected at pickup estimating around $99.39 as stated in my booking.com reservation. My husband and I got to the rental lot in *******, I was asked to leave a credit card on file for incidentals, which is common. We proceed out to the lot in which an employee points to an area to choose any car in this section. We choose a grey ****** Rav 4, in which my booking is for License plate # ******. We drive the car for a week with no problems. On our return, we drop the car off with a full tank of gas as always. We pull up to the drop off area, the employee inspects the car, says all good, hands us a receipt and off we went to the airport. I never thought to inspect the receipt as I have rented many cars with no problems in the past. A few weeks later as I am reviewing our credit card statement from the trip I notice there is a large charge from dollar rental car. I looked back at the paperwork that I received at checkout, and we were falsely charged for an upgraded vehicle. I have never had this happen before, I booked a ****** Rav 4 and drove a ****** Rav 4, which is stated on all my paperwork and there was no upgrade had. I had originally filed a dispute with my credit card company and have been frustrated in getting no response or understanding from them. I have also called dollar to get a resolution multiple times, in which they say someone will call me back and that never happens. I have documentation stating both the original rental and the rental of the same car in *******. I would like your help in getting a credit on my card for the false charges as I'm getting nowhere with either company, and it's been a few months now.
Business Response
Date: 09/27/2022
BBB Complaint: 17895421
RR# *********
This is in response to ******************************
We apologize for the inconvenience this caused you. Please rest assured this will be addressed internal for corrective action and to prevent future recurrence.

A review of our records shows the unpaid balance of $245.70 is written off and now closed. You are no longer responsible for this balance. Our records also show a credit of $169.33 was issued on 09/14/22 to the credit card on your account. Attached is an updated invoice for your review and records.

Thank you for contacting us.
Customer Answer
Date: 10/03/2022

Complaint: 17895421

I am rejecting this response because: the attachment doesn't even have my name on it. This is for another complaint as well as another customer. Last name ******* and not issued to one of my credit card numbers. I have received no credits or adjustments from Dollar.

Sincerely,

*************************
Business Response
Date: 10/06/2022
Complaint ID: ********
******************** RR: 527116365
This correspondence is being sent in response to a query by *************************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any confusion caused by our previous correspondence. Upon review of your rental and the upgrade charges billed, we have determined a credit is warranted. At this time, a refund of $847.00 has been processed to the charge card originally billed. Though processed today, please allow up to 5-7 business days for the credit to show on your billing statement. The remaining balance is for taxes and fees on the base rental rate not covered by the prepayment of the rental charges.
Rest assured, your concerns are being addressed with appropriate management for their full review and corrective action where deemed necessary.
Customer Answer
Date: 10/07/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:08/22/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We paid ****** $505.57, an authorized service for Dollar for our rental car in *******. Dollar ****** they only received $52.36 from ****** for the rental which is not correct. When we got to the airport, the agent asked us for a credit card for incidentals etc. When we left the airport, we were notified the next day of an additional set of charges from Dollar including insurance charges which we asked to be removed. The new set of charges from DOLLAR is $646.00. At this time we have been charged $1151.57 for a 1 week rental of a Camry. I am requesting the funds from this charge be reimbursed as I was double charged. Rental record *********
Business Response
Date: 08/31/2022
BBB CASE#: 67534912
Dollar RR#: 597380895

This correspondence is being sent in response to a query made by ***************************. Thank you for allowing us the opportunity to review your concerns.

We apologize for any misunderstanding regarding the charges billed on your rental. At the time of rental, additional charges were incurred when you added an additional driver to your contract plus accepted the ******************* Supplement (***) and Fuel Purchase Option (FPO). Attached you will find a copy of the rental contract which outlines these charges.

With this in mind, the charges billed are correct and a refund not warranted. However, as a gesture of goodwill we have issued a refund of the ***. The Additional Driver fee cannot be waived/refunded as it is valid and an additional driver was added to the rental contract. In order to consider reimbursement of the **** please provide us with a date and time stamped receipt showing you refueled the vehicle before return on 07/09/22. Please allow up to 5-7 business days for the before-mentioned credit of $111.16 to show on your billing statement.

Thank you for allowing us the opportunity to review this matter.

See Attachment/File: ****************************pdf
Customer Answer
Date: 09/01/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Please understand that what Dollar is stating as the issue, is not accurate. While we appreciate the response to removing the extra insurance, this was already agreed upon by their team (DOLLAR) in correspondence with ******. We are also, not asking for a fuel reimbursement. This was a option that we opted in for. The issue is that Dollar is stating they only received $52.36 from ****** for our rental. This is not correct. This is something we have explained OVER and OVER again. Neither party wants to take the blame/initiative to understand we have been DOUBLE charged for a rental and to make this right. Dollar and ****** are pointing fingers at each other, not communicating, and in the end burning the bridge with a customer who will not return again. The amount that we paid ****** (******). We were also charged by Dollar for the rental in the amount of ($446.37) Our total for the car was to be ($505.57) or near it. We are now over $1000.00 for the rental.

We are asking for full reimbursement of the fees paid to each respective business as a result of poor communication and refusal to support in a timely manner.
Initial Complaint
Date:08/22/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Today I returned my rental car at 12:43 pm EST with a full tank of gas and was after receiving the receipt for the bill I was charged $9.99 a gallon for gas at **** gallons for a tank I filled up before I returned the vehicle. I would like to be refunded the $34.22 I was charged.
Business Response
Date: 09/27/2022
BBB complaint: 17895624
RR# *********
This is in response to ***************************.
We have issued a credit of $25.24 to the credit card on your account. Please allow 5-7 business days for processing.

Thank you for contacting us.
Initial Complaint
Date:08/22/2022
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I reserved the rental car from Expedia Website #XXXXXXXXXXXXXX for the car to be picked up from Dollar in Sacramento, CA airport location. Our flight was delayed by less than an hour. When we got to the car rental location on 7/30/2022 their clerk informed me that the car was not ready but I could upgrade for the bigger car which was available for extra charges or I would have to wait at least 30 minutes or more for my booked car to be ready. I told her that I did not need a bigger car and I would wait. After waiting for maybe less than 10 minutes she called me back to the counter and told me that the car was ready. She asked me if I needed insurance for the car or prepaid fuel and I told her No, I have Progressive car insurance and I don't need neither of those services. I told her I had reservation and everything what I needed was already in that reservation. She said that it will be extra deposit for the rental, to sign the rental agreement, which I did, gave me the keys and we left.
When I returned the car back on 8/14/2022 I went to the counter and asked why they charged me twice if I already prepaid for the rental to Expedia and supposed to be only pay the balance of $167.03. the lady at the counter told me that because of the taxes but I told her that taxes could not be over $700.00. She went to the back to see her manger who told me that the reason I was charged more was because of the additional car rental insurance and the road service. I told him I never authorized those charges and declined them when the clerk asked me about insurance and prepaid gas. I never purchased insurance for my rental cars when I rent them. He told me it did not matter because I signed it. I told him that is a fraud and deceptive practice to add insurance when specifically was told not to add anything extra to the existing reservation. I want a refund of all unauthorized charges.
Business Response
Date: 09/01/2022
Business Response /* (1000, 5, 2022/08/31) */
BBB CASE#: XXXXXXXX
Dollar RR#: XXXXXXXXX

This correspondence is being sent in response to a query made by **** ******. Thank you for allowing us the opportunity to review your concerns.

We apologize for any misunderstanding regarding the additional charges billed for the Loss Damage Waiver (LDW) and Premium Roadside Service (PERS) on your recent rental. Our records show that these services were accepted and signed for at the time of rental. As such, the benefits of these services were extended for the duration of your rental. As these charges were outlined on the rental contract, which was signed, they are considered valid and a refund not warranted. Please find a copy of your Signed Rental Agreement (SRA) attached. It is the customers responsibility to review the terms of this documentation, which is provided in the rental sleeve, before departing the facility.

However, as a one-time gesture of goodwill, we have processed a refund of the LDW and PERS in the amount of $572.20. Though processed today, please allow up to 5-7 business days for the refunded amount to be reflected on your billing statement. This timeline is not determined by Dollar, but by your financial institution.

Thank you for allowing us the opportunity to review this matter.

Consumer Response /* (2000, 7, 2022/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Provides a refund.

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